Head of Commercial Services at Eldoret Water and Sanitation Company Limited (ELDOWAS)

Job Description/Requirements

Department Commercial Services Department

Position Reports to Managing Director

Position Supervises·

1. Area Managers
2. Customer Service Manager
3. Commercial Manager
4. Senior Enforcement Officer

Purpose of the Job

To plan, direct and co-ordinate all commercial operations, which will include strategy for service delivery, revenue generation, collections and debt management.

Main Duties and Responsibilities

The duties and responsibilities are:

Managerial Roles and Responsibilities

1. Developing and implementing commercial strategies according to company goals and objectives;
2. Conducting market research and analysis to create detailed business plans on commercial opportunities for expansion, business development and growth;
3. Identifying, analyzing and understanding customer needs while working closely with other departments to develop practical solutions;
4. Managing and supervising all the company’s business/commercial operations particularly as they relate to customer service, metering, billing, revenue generation and collection;
5. Ensure reduced loss of revenues due to illegal water and sewer connections as well as through tampering of company assets including meters, customer connections.
6. Developing long term business strategies and operational plans that reflect the long-term goals and priorities of the department;
7. Ensuring the provision of comprehensive commercial information systems, including up-to-date customer database;
8. Automation of all processes including customer relations, metering, billing and work orders to streamline service performance;
9. Continuous process improvement of services offered by the department;
10. Ensuring customer satisfaction of the consumers of the services provided by the department.
11. Processing new customer accounts, Updating the customers register/accounts
12. Oversee performance management in the department
13. Prepare and submit monthly, quarterly and annual reports for the department
14. Prepare Board management papers for approval
15. Ensure that all the data with regards to monthly meter readings and payments is entered and verified
16. Ensuring timely billings of all services provided to customers q. Maintaining accurate records
17. Preparing accurate reports as required
18. Work closely with other departments/sections in all areas.
19. Performing related work as may be required

Operational Roles and Responsibilities

1. Preparation of annual budgets, work plans and cash flow plans for the department;
2. Review, scrutinize, and develop operational process flows;
3. Liaising with other sections in provision of quality service to customers;
4. Attending promptly to complaints from customers;
5. Identify training needs for the departmental staff;
6. Develop department budget and work plan;
7. Mentor and coach departmental staff;
8. Identify procurement needs of the department;
9. Participate in strategic planning and implementation;
10. Responsible for physical assets assigned by the company;
11. Makes strategic, operational and financial decisions for the department;
12. Resolve contractual and commercial problems;
13. Initiate growth of customer market and area of coverage;
14. Establish and direct operational procedures;
15. Liaise closely with Customer Service section and Area Management to improve service efficiency and customer satisfaction;
16. Ensuring water tariffs are reviewed as appropriate;
17. Ensure timely, complete and accurate meter reading and billing of services as well as ensuring subsequent collections;
18. Ensuring credit control and collection of all outstanding commercial debts;
19. Maintain sustainable and productive relationships with existing clients;
20. Influence a culture of good customer care throughout the company;
21. Create public awareness on the company’s products and services;
22. Carrying out customer surveys and proposing improvements arising from feedback received;
23. Ensuring customer complaints are tracked and effectively addressed conclusively and communicated effectively to the relevant audiences;
24. Ensuring all financial adjustments affecting customer accounts are justified, accurate and properly authorized;
25. Plans the work of subordinates, assigns work to subordinates, and monitors subordinates work performance. Appraises/evaluates subordinates’ performance.
26. Perform any other duties that may be assigned

Key Result Areas:

The jobholder’s accountability areas are as follows:

1. Effective operational cost control of the department’s financial resources;
2. Successful implementation of quality control standards for services offered by the department;
3. Effective supervision and direction of employees assigned to the department;
4. Maximization of productivity in the department;
5. Continuous process improvement of processes and services offered by the department;
6. Ensuring customer satisfaction for the consumers of the services offered by the department and the company as a whole.

Knowledge and Skills Required:

The jobholder must possess:

• A minimum of Masters in Business Administration; Finance/Accounting/Marketing or any other relevant field;
• A Bachelor’s degree in Finance/Accounting/Management/Marketing or any other relevant field;
• Be a registered member of a relevant professional body.
• Professional qualifications such as CPA/ACCA will be an added advantage;
• A minimum of 12 years related work experience in a busy commercial environment, six (6) of which should be in senior management.
• Must have demonstrated ability to handle departmental budgets, resources, processes, projects and relationships;
• Should have good knowledge of the water services industry/sector as well as knowledge of regulatory requirements.
• Must be capable of functioning effectively both as a team player and a team leader;
• Must have ability to plan, organize, implement and evaluate departmental goals;
• Must demonstrate ability to handle multiple roles and work well under pressure and strict deadlines;
• Should have strong analytical skills and be results oriented;
• Must have high standards of integrity and ethical practice;
• Must have management and leadership skills;
• Must have ability to accurately plan work assignments, prioritize tasks and deliver within deadlines;
• Should have high level problem solving and decision making abilities;
• Should be an effective communicator with the ability to handle both internal and external communication;
• Should have effective people management and conflict resolution skills;
• Must have knowledge in the use and experience of MS office packages and financial modeling tools.